Job Description:- Work closely with the development teams to ensure the IT project is delivered on schedule and budget, and meets the business requirements in acceptable quality. - Responsible for managing the day-to-day activities, resourcing and portfolio management, supporting recruitment and ramp of the team. Manage the collection, collation and processing of status update from stakeholders. - Demonstrated business knowledge, monitor and report on budgets and expenditure. Assist with the implementation of project standards across projects. Managing and updating project documentation, process documents and information sources and share to the high level management team.- Coordination of the programme and project level reporting and the project governance arrangements. Tracking statuses of project deliveries and milestones. Risk and issue monitoring and co-ordination. - Procurement management, responsible for a series of processes from supplier identification to contract signing, as well as subsequent reconciliation, payment application. Achievement:- Support Business banking digital team, WeChat team and GBA team, completed the delivery of WeChat Mini-programme and GBA Merchant Box.- Timely update all the project documentations, responsible for the new hires all hiring process, chased resources to finish all kinds of training, assist over 90 on-board cases, 108 de-board cases and 30 transfer cases. - Well control 3 projects over $10M cost and expenditure, weekly chase the actual cost and monthly check with the finance report, the monthly & quarterly variance both <5%. - Have good communications with stakeholders, have received recognition and thanks letters from the project team and related parties due to my timely and effectively communication and assistance in solving various problems.- Successfully signed service contracts with 5 suppliers, and assisted to solve various problems in cooperation. - Got the PMP certification in Aug of 2021.

Job Description: - Make development plan for customer service center, continuously optimize the customer service system, Innovative service model.- Establish and improve the end customer service system, establish the service process and standards, and supervise the implementation.- Led the team to be responsible for the customer service work of all stores of the group and effectively deal with customer complaints.- Responsible for the recruitment and training of internal staff, performance assessment, and improvement of the staff's business ability and comprehensive quality.Achievement:- Conducted a 2-month business survey of each store in Group and sorted out the pain points of the current customer service problems.- Consulted customer service agent leasing schemes of several suppliers, signed cloud agent leasing agreements with the best suppliers, built the customer service center platform, and opened 400 customer service accounts.- Evaluate and train the original store customer service agents, and build the group customer service center team.- Standardize customer complaint handling process, and improve the overall service level of customer service.- Based on the customer satisfaction survey, feedback all the unsatisfied points to stores and chase them to solve. The problem resolution rate is 100%, and the customer satisfaction index increases by 5%.

Job Description: - Collect, analyze and evaluate the different requirements of the CRM system from different hospitals, and complete the demand analysis.- On the basis of fully understanding the needs of customers, provided optimized solutions for business process and related content design. Maintaining the platform continued to be improved and the business objectives were implemented.- Participate in the implementation of CRM project, write the project implementation plan, control the product development, testing, delivery, life cycle of the entire process effectively; involved in product interface, function, process design; communicate with the research, development, operations and other departments.- Cooperate with suppliers and Project managers and make sure that they fully understand the product; take the initiative to follow up the product and project to solve the problems and risks, control the project quality, enhance customer satisfaction; monitor product data and analysis and statistics.Achievement:- Complete the construction of CRM system framework from 0 to 1. complete the system requirements specification with 3 months.- Act as a tester, finish 1 round functional testing every month, submit bug and CR timely and chase engineer to fix them.- Business travel to over 15 hospitals to solve the online tool issue in Aug of 2018.- Served as the new system trainer, carried out the publicity and training of the new system functions to the subordinate hospitals of the group.- Served as the project implementation engineer, found and tracked and solved various problems when new system online to ensure the smooth implementation of the project.

- Responsible for daily operations performance and the customer experience. Support DSC Manager and collaborate with other supervisors to achieve the company goals.- Responsible for the site operation management (both human and facilities). Handle the escalated customer complaints or the urgent operation issues.- Responsible for Function Management as Training/Scheduling/Quality Control/Champs testing/English seats/joining/Third-party Platform Monitoring.- Led a large team of 150-300 people to complete various services such as telephone ordering, customer service and complaint handling, and achieved the performance targets (the abandonment rate < 2.5%, and the per capita production capacity was maintained at about 18).- I have strong site management ability, and my KPIs was the best in the company. Adjust the on-line manpower timely according to the actual volume to ensure the low abandonment rate and high production capacity.- High stability of team members, and the turnover rate is low (Rolling turnover rate < 120%). The number of internal promotion through personnel coaching is the largest (17 subordinates were promoted to the management posts such as team leader and supervisor before and after the coaching), and the performance of the team is among the top three in the company (compared with more than 10 teams).- Due to the excellent performance, I have been relocated to Shanghai RSC ( YUM Head office) since September 2014 to assist the business department do various projects related to the customer support center and optimize the various management processes of the customer support center. One year later, I returned to Xi 'an to continue with project management.Awards:- The Best Captain of Yum (Best Team Management) ——2011/2014/2016- The Founder Award of Yum (Outstanding Contribution) ——2013- The Best Pilot of Yum (Best Duty Management) ——2010/2012- The Certification of Yum lecturer——2012

Job Description: - Responsible for Key Account Customers. Follow up KA customer contract negotiation, make corresponding sales and expense plan according to the characteristics of customer system and supervise the execution- Make sure the display of shelves is aligned with P&G’s requirement. Monitor the promotion activities of KA customers and assess the effect.- Coordinate the delivery and customer service of KA customers. Solve all the financial issue like abnormal account receivable reconciliation, billing, collection of KA customers.Achievement:- In the year 2009, i was responsible for P&G all the product lines sales in chain supermarkets in Xian，lead my team over achieved P&G sales target over 3 quarters.- In the year 2010, I was responsible for HNA Minshengjiale. Through the management of the distribution channels of eleven subordinate warehouses (distributed in eleven cities) to achieve the sales target of the whole system.

Job Description: - Responsible for customer development and maintenance, establish good relationship with them, understand customers' short-term and long-term requirements. - Cooperate with Technical Support Representative to provide customers with better IT solutions than competitors.- Timely follow up customer feedback, and adjust properly to facilitate the transaction with customers.- Implement the sales plan and achieve the sales target.- Communicate with other departments inside the company and make sure the order production and transportation process goes smoothly.- Make good reception of VIP customers’ business visit.Achievement:- In the year 2005, my customers were ICBC China and five national banks of Tianjin. I achieved my sales target $700-1200k each quarter. (Xiamen).- In the year 2006, I was responsible for the GCP customers. They are all well-known foreign companies. My English skills made me communicate with foreigners easily and I got familiar with their order process and build good relationship with them. My performance was the top in my team, over achieve my quota three quarters and gain good assessment from both manager and customers. I was assessed Senior Account Manager. (Xiamen)- In the year 2007-2008, I relocated to Shanghai. I was responsible for large business companies in Zhejiang Shanghai and Jiangsu provinces. I over achieve my target over 3 quarters.